Lead Service Designer

We are looking for a driven Lead Service Designer who thrives on solving complex challenges. You are a strategic thinker—always on the lookout for interesting insights to bring the work and thinking to the next level, and you take a holistic approach and inspire those around you to look at end-to-end human experience beyond simply a product being created.

The role reports into WongDoody’s Head of Service Design EMEA. The ideal candidate for this role is a true practitioner, who is adept at engaging clients from c-suite to product owners on how service design and human-centric strategic thinking can help solve their challenges. You must be comfortable with leading workshops with clients, collaborating with designers, developers and BAs, and planning and executing research.

As a Lead Service Designer, you will play a critical role in shaping and improving the end-to-end experiences for our customers by leading service design initiatives across the organization. You will be responsible for developing and implementing service design strategies that align with business objectives and customer needs. This role requires a deep understanding of design thinking, human-centered design principles, and the ability to collaborate effectively with cross-functional teams to drive innovation and excellence in service delivery.

RESPONSIBILITIES

• Lead on a global adoption programme for a large, complex client, including running workshops for senior stakeholders to create a holistic understanding and roadmap across experience, business processes, technology and data
• Lead and/or support cross-functional teams (including Strategy, Product Design, Development, BA, etc.) and partners to deliver top quality strategic and creative outputs on projects and accounts
• Develop, advocate for, and execute the appropriate approaches or delivery methods to best address different contexts and requirements, including measuring and evaluating outcomes
• Draw insights from data collected through quantitative and qualitative methods and effectively communicate them to the team and the wider organization to inform strategic deliverables
• Help teams to manage and visualise outcomes, prioritise work and adhere to agreed project priorities and scope
• Own and grow client relationships
• Work with other leaders and stakeholders to continuously identify spaces where service design can add value and help scope related projects and deliverables
• Inspire the team and the client to push thinking further and to consider taking on a more daring, audacious, and innovative direction
• Work with our own Product Design and Design Engineering teams and the Infosys teams to ensure your vision is translated into the live product
• Contribute to the development of service design practice tools, methodologies and applications and inspire innovative approaches and techniques

QUALIFICATIONS

• Experience working at leading digital agencies within a senior level Service Design, Experience Strategy, or UX role
• A strong portfolio of complex, digital experiences that demonstrates applied experience of service design methodologies
• Excellent communication and stakeholder management skills including being able to foster collaboration, explain rationale, align and persuade stakeholders, drive conversations, and build client relationships
• The tendency to thrive in an action in a fast-paced, sometimes ambiguous environment
• A solid understanding of other disciplines (such as client engagement, technology, delivery, UX, and strategy) needed to create brilliant experiences
• A proactive, can-do attitude, sense of humour and a desire to drive the business forward!